Customer Service

If you make any mistakes during your order, don’t worry, you can correct any input errors right up until you confirm payment.

Once you've chosen your item and entered your payment details we will get your new Polar Gear product to you as quickly as possible and we will keep up you updated along the way. Firstly we will confirm receipt of your order by sending you an email with an order confirmation number.

Once we process the order we will send you further confirmations that the order has been invoiced and then a further email to advise it has been despatched and is on its way. Depending on when the order is processed you could receive the email day or night. From there your order should be delivered within the timescale we advertise.

Sometimes we have to admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time up to the point we send you the product(s), even if you have received your order confirmation email, and you will receive a full refund of any charges already paid.

Viewing Orders

To view your order details please click on the My Account link and log in, here you can view your recent orders, and re-order items

Shipping & Delivery

We know how important it is to receive your goods promptly and when you expect them, especially if you have ordered something for a specific occasion.

On any service apart from HomeFree which uses Royal Mail, we allocate the courier we believe will deliver your purchase to you in the quickest time depending on the size and weight of your order.

If you are ordering for delivery outside of the UK, we suggest you have goods delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm, and may require a signature on receipt. We use a large network of couriers to deliver goods all over the world.

Google Checkout: Please note that Google Checkout is only functional for purchases from within the UK and that the ONLY shipping option available is UK Standard Delivery at £3.95. The Google Checkout option is not able to allow free shipping on orders over £25 at this time.

UK DELIVERY OPTIONS - CHOOSE A SERVICE TO SUIT YOU

We can deliver in a number of ways. Please look through the options below and choose the method that suits you best when you check-out.

UK HomeFree Delivery Service:

This service is available on selected items as indicated.

This service is FREE and your order will be sent out via Royal Mail in most instances.

Deliveries will be made within 6 working days after you place your order [excluding Weekends & Bank Holidays] e.g. if you order on Wednesday your goods will be delivered by the following Thursday.

Order tracking is not available for Royal Mail deliveries, so please wait the full 6 working days for your delivery to arrive.If you are not around to take delivery of your parcel, you will be left a calling card telling you how you can pick up your goods.

UK Standard Delivery Service:

The cost of UK Standard Delivery is £3.95. Your order will be sent out via the most suitable carrier, depending on size and weight.

Orders over £25 in total value will be delivered using this service and will be exempt from delivery charges.

Deliveries will be made within 3-4 working days after you place your order [excluding Weekends & Bank Holidays] e.g. if you order on Wednesday your goods will be delivered by the following Monday.

Your order can be delivered anytime between 7am and 9pm and a signature may be required on receipt.If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up.

UK Next Day Delivery Service:

The cost of Next Day Delivery is £5.95. Your order will be sent out via the most suitable carrier, depending on size and weight.

Orders placed by 1pm Monday to Friday will be delivered the next day.Orders placed on Saturday or Sunday will be delivered on Tuesday.

Orders placed after 4pm Friday will be dispatched Monday for delivery Tuesday.

Please note we do not deliver on a Bank Holiday and your order will be delivered 2 working days later.

A tracking link will be sent to you once your order reaches the carrier we are using for your delivery, for you to be able to follow it all the way to your front door.

Our carrier will deliver your parcel between 7am and 9pm. A signature may be required on receipt. If you are not around to accept your parcel, the carrier may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain) if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done.

If the parcel can't be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you how you can pick it up.

Your order will be sent out via the most suitable carrier, depending on size and weight..

You can order anytime for your choice of day, up to 7 days in advance (excluding Sunday).We do not deliver on a Bank Holiday so please take this into account when ordering!

A tracking link will be sent to you once your order reaches the carrier we are using for your delivery, for you to be able to follow it all the way to your front door.

Our carrier will deliver your parcel between 7am and 9pm. A signature may be required on receipt. If you are not around to accept your parcel, the carrier may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain) if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done. If the parcel can't be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you how you can pick it up.

Nominated Day Delivery Service is subject to availability and location.Nominated Day Delivery Service is not available to the following postcodes:

If you would like to send the parcel to an alternative address, then please fill in the address details at the order stage. There is no extra postage charge for this service.

Unrecognised postcodes:

All online orders require a valid postcode, please call customer services if the website is not recognising your postcode and one of our customer service agents will help process your order for you.

The Channel Islands:

Standard delivery is £4.95 and we aim to deliver within 14 working days.

.INTERNATIONAL DELIVERY INFORMATION:

International shipping is charged on a flat rate basis, according to country.

Standard and Express delivery services are available for most of the countries that we ship to.

The Standard delivery is a non-trackable service.

The Express service provides tracking information on your parcels progress.

Your order will be dispatched via the most suitable carrier, depending on size and weight.

Shipping will be automatically calculated at the checkout page when both the delivery destination and service option is selected.

The summary of delivery timescales and cost are as follows:

AREA

STANDARD DELIVERY TIMES IN WORKING DAYS (Monday - Friday)

STANDARD COSTS

Americas

From 7 Days

From £7.50

Europe

From 5 Days

From £6.50

Rest of the World

From 6 Days

From £10.00

AREA

EXPRESS DELIVERY TIMES IN WORKING DAYS (Monday - Friday)

EXPRESS COSTS

Americas

From 3 Days

From £10.00

Europe

From 2 Days

From £8.00

Rest of the World

From 3 Days

From £20.00

Delivery Restrictions:

When you place an order, we will inform you which delivery services are available. Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside of this timescale. We cannot accept any liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.

Some postal addresses in Northern Ireland, some off-shore islands and remote areas of Great Britain may not be covered by some or all of these services and we may not be able to arrange delivery of some items to such addresses. If you have any queries please call Customer Service on 0845 2932793or email usat customercare@polargear.com

All items are subject to stock availability. If we cannot supply goods within our specified time-scale we will continue to deliver and inform you of any delay. In requesting delivery of a product, you will be agreeing that the delivery company has the right to go onto the property and, if no one is available to receive delivery, to leave the goods in any unlocked location at the delivery address. They will endeavour to ensure that any such location is dry and out of general sight.

Unrecognised postcodes:

All online orders require a valid postcode, please call customer services if the website is not recognising your postcode and one of our customer service agents will help process your order for you.

DELIVERY FAQs

Where’s my order?

Once you've chosen your item and entered your payment details we will get your new Polar Gear product to you as quickly as possible. We will keep up you updated, confirming receipt of order, invoice and despatch. As soon as your order is shipped from our Warehouse, you will be sent an email to confirm that it's on its way. Depending on when the order is processed you could receive the email day or night.

From there it should be delivered within the timescale we advertise.You can track most orders by logging into your polargear.com account

Something’s missing:

Sometimes it may not be possible to send everything you ordered at the same time, so first of all, check your dispatch emails to see if any of your items will be arriving separately.

If any part of your order has been sent separately then the delivery note will only state which items are in that part of your order.

Please check the delivery notes from each part of your order to make sure you are not missing anything.

Returns & ReplacementsI want to return or exchange an item:At Polar Gear we offer a 100% guarantee. It's simple and straightforward. If you're in any way dissatisfied with the goods you have ordered for any reason, we will exchange them or give you a full refund, provided that you return them to us unused with original labels and packaging, including proof of purchase, within 14 days.

Note: If you have purchased goods through one of our stockists or dealers please arrange your return directly with them.Faulty Items:

We want all our customers to receive top quality goods, so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team at customercare@polargear.com

We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.

Please include as many details as possible about the order and the problem with the goods and we will get an alternative sorted out for you.

Customers can return faulty goods for a full and complete refund. We will arrange this return. If you return via another provider Polar Gear will not be responsible for mis-use of the returns procedure when returning goods (faulty or otherwise) back to us.

The refunded cost of returning goods to us can only be guaranteed when agreed with our Customer Services in advance. If your item is faulty please call the Customer Service team on 0845 2932793, they are available from 9am to 5.30pm Monday to Friday.

Note: If you have purchased goods through one of our stockists or dealers please arrange your return directly with them.

Incorrect Items:

If you have received an incorrect item in your order, let us know straight away by contacting our Customer Care Team. They will try and sort it out for you within the hour.Will I get back the original postage and packing charges that I paid if I cancel my order?

If you are in the European Union and you cancel your order within seven days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations. You need to notify us within the 7 day cancellation period via written communication to comply. We accept email communication as notification.

If you paid for premium or express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the seven days allowed under the Distance Selling Regulations or if you only cancel part of your order (although you still have 28 days to return your goods and receive a refund for the cost of the goods).To Return Items:

A returns form is included in your parcel. This slip is your proof of purchase. Please complete the returns form and enclose it with the goods you are returning to:

If you are using Paypal or Google Checkout as a payment method, payment is taken upon order, if for any reason we are unable to despatch your goods we will refund you direct to your Paypal Account and advise you via email that this has been processed.

We are sorry that we are currently unable to accept American Express card payments. Please note that for debit or credit cards payments, your card will only be debited once your order has been despatched.

We do our very best to send orders out in one delivery, but if your order is sent in two or more parcels, don't worry, you will not be charged for any additional deliveries. However, your card statement may show you order value split into separate charges corresponding to each despatch.

NB. Promotional codes cannot be used in conjunction with other codes, vouchers, combos or bundles or for items that are on sale. If you have any queries regarding promotional codes please call our customer service team on 0845 293 2793

Privacy & Security

Personal information

Polar Gear respects your privacy. In general, you can visit Polar Gear on the Web without telling us who you are or revealing any information about yourself. There are times, however, when we may need information from you, such as your full name, home address, e-mail address and phone number. It is our intent to let you know before we collect personal information from you on the Internet.

If you choose to give us personal information through the Internet that we may need to correspond with you or process an order, it is our intent to let you know how we will use this information. If you tell us that you do not wish to have this information used as a basis for further contact with you, we will respect your wishes.

Information collected by Polar Gear is used internally by authorized Polar Gear employees for three main purposes. First, we collect information to determine how to improve our site by seeing which areas, features and products are most popular. Second, we collect information in order to personalize the site for our customers. For example, in the future, we may recommend products or features you may like based on what you have liked in the past. Lastly, we keep track of the domains from which people visit us. We analyze this data for trends and statistics, and then we discard it.

Cookies

There are various technologies, including one called "cookies", which can be used to provide you with tailored information from a Web site. A cookie is a piece of data that a Web site can send to your browser, which may then store it on your system. Some Polar Gear pages use cookies or other technologies so that we can better serve you when you return to our site. For example, we use these cookie files to track your clicks as you go through the Polar Gear website, to keep track of items you put into your shopping cart, to tell us whether you have visited Polar Gear previously, and to help us determine whether you came to Polar Gear from a particular Internet link or banner advertisement. You can set your browser to notify you when you receive a cookie, giving you the chance to decide whether to accept it or not.

We value your opinion. At Polar Gear, we like to know what you think about our products and service. Whether you require general advice on our products or want to discuss an order you have already placed we are happy to help.